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Job Title:
Service Delivery Manager – IT Application Support

Role Summary:
The Service Delivery Manager is responsible for ensuring the seamless delivery of support services for IT applications, meeting agreed-upon service levels, and maintaining high customer satisfaction. The role requires managing a team of support professionals, coordinating with internal and external stakeholders, and ensuring the availability, reliability, and performance of IT applications.

Key Responsibilities:
Service Delivery Management

- Oversee day-to-day operations of the IT application support group, ensuring timely and effective issue resolution.
- Define and monitor service level agreements (SLAs) and key performance indicators (KPIs).
- Ensure that support services are delivered according to agreed timelines and quality standards.
- Act as the escalation point for critical incidents, ensuring effective communication and resolution.
- Coordinate root cause analysis (RCA) for recurring or high-impact incidents and ensure permanent fixes.

Team Leadership

- Lead and mentor the support team, fostering a culture of excellence and accountability.
- Allocate resources effectively based on priorities and workload.
- Conduct regular performance reviews, identify training needs, and facilitate skill development for team members.

Stakeholder Engagement

- Act as the primary point of contact between the IT support group and business users.
- Build robust relationships with key stakeholders, ensuring their requirements and expectations are understood and met.




- Provide regular updates to stakeholders on incident resolution, system performance, and service improvements.

Process Improvement

- Continuously review and enhance support processes to improve efficiency and effectiveness.
- Implement best practices in IT service management (ITSM) aligned with frameworks such as ITIL.
- Drive automation and self-service initiatives to reduce manual intervention and improve response times.

Incident, Change, and Problem Management

- Ensure incidents are logged, tracked, and resolved according to priority and impact.
- Oversee change management processes to minimize disruptions to the production environment.
- Collaborate with development and infrastructure teams to address recurring issues and ensure system stability.

Compliance and Reporting

- Ensure compliance with organizational policies, security guidelines, and regulatory requirements.
- Generate and analyze reports on SLA compliance, ticket trends, and team performance for management review.
- Lead audit activities related to the IT application support function.

Responsible for creating knowledge articles and review it with customer and publish in a document management tool / sharepoint

Hand on exp on any incident management tool .

Should have experience on service now, any proprietary tool which he can talk through and demonstrate expert level of tool usage .
Soft skills: Strong and effective communication. stakeholder management, should have had experience in client facing roles.

Apply on Kit Job: kitjob.in/job/440hd3

📌 SDM - ME region- 16th Jan (Kochi)
🏢 DBiz ai solutions
📍 Kochi